How we manage contracts with suppliers

We know that effective contract management is central to delivering high-quality services. It helps us achieve value for money. It also supports broader social and environmental benefits for our residents.

We align our approach with the principles of the Procurement Act 2023. This places greater emphasis on:

transparency
performance
public benefit

To support this we have a Contract Management Framework (CMF). This provides a structured, consistent approach. for managing supplier performance across all contracts, regardless of size or complexity.

Our objectives

The primary objectives of contract management are to:

ensure suppliers deliver works, services or supplies to a high standard – this means they’re on time, to specification and within budget
promote continuous improvement and innovation throughout the life of a contract
support the delivery of wider outcomes, including those set out in our Social Value Policy

Collaborative working and flexibility

We recognise that strong, collaborative relationships with suppliers are essential. We try to make each contract flexible enough for change where needed and we:

communicate with suppliers to anticipate and address risks or issues early
work in partnership with suppliers
commit to high standards of performance, compliance and community impact

Performance monitoring and measurement

We’ll embed robust performance management from the outset and we’ll:

set key performance indicators (KPIs) to measure how a contract is running
base KPIs on the requirements of the specification
provide a clear specification of requirements
sign up to a contract or service level agreement, as appropriate
monitor contracts regularly to ensure suppliers meet contract requirements
work together to resolve issues
track social value commitments and report them in line with our Social Value Policy

Contract managers

Each contract will have an appointed contract manager, who is responsible for:

managing day-to-day communication with the supplier
reviewing contract performance data and ensuring compliance
escalating issues and facilitating resolution
acting as a key contact for supplier feedback and collaboration

The contract manager and supplier share responsibility for contract success.

Ongoing review and feedback

Contract performance is regularly reviewed through formal contract review meetings. These offer a 2-way opportunity for feedback and continuous improvement and ensure that:

we maintain high standards of service delivery
risks are identified and managed early
any agreed social value commitments are progressing as intended

We welcome supplier feedback throughout the life of the contract. We’ll implement changes as a result of feedback where it enhances:

relationships
performance
outcomes

Payment terms

We’re committed to paying suppliers promptly and fairly.

Unless otherwise agreed in the contract, we aim to pay within 30 days of receiving a correct and undisputed invoice. This aligns with public sector procurement standards.